Fixing knowledge sources that need attention.
Why a source shows Needs attention or Disabled, how to read the error, and how to fix and refresh it.
Each source on the Knowledge page shows its health: Ready, Updating, Needs attention or Disabled. The counts at the top add them up. A source that needs attention shows the problem and, where it can, what to do.
Find the sources that need attention
- Open Knowledge. The Sources tab opens first.
- Look for Needs attention on a source. The problem is shown underneath, with a suggested fix.
- Open the source by its name to see which pages or files could not be read, and why.
Common problems and fixes
| What it says | What to do |
|---|---|
| A robots.txt problem | Check that your robots.txt allows AskbridgeBot, then choose Refresh content. |
| A plan or page limit | Remove pages you do not need (with exclude rules), or upgrade your plan, then refresh. |
| The site could not be reached, timed out, or the address is wrong | Check the address opens in a browser, then refresh. |
| Some items could not be read | Open the source to see which. Scanned PDFs, password-protected files and empty pages cannot be read: replace them with text versions. |
| Nothing has been read from this source yet | Choose Refresh content, or check the website address. |
| No published FAQs yet | Publish at least one FAQ; until then the FAQ source adds nothing to answers. |
Refresh a source
Choose Refresh content on the source. It shows Updating while it runs, then Ready or the remaining problem. You can keep working meanwhile.
Disabled sources
Disabled means someone switched the source off with its Used in answers switch. Nothing is deleted. Switch it back on to use it again straight away.
Removing a source
Remove (the bin) deletes a website or files source and everything read from it. It cannot be undone. The FAQ source cannot be removed.
Owners and admins refresh, switch off and remove sources. Agents can see their health. The Health tab lists further checks on your knowledge, each with a suggested action.
Still stuck? Email support@vitalos.co.uk and tell us your workspace name.